OUR GUARANTEE
Our intention is to make the delivery process as simple and easy for you as possible, enhancing your user experience of our website and ensuring you receive your order safely and promptly.
CONTACT US:
For any questions about your order please contact us via:
orders@ninatorina.com
IMPORTANT • COVID-19 UPDATE 2022
Our customers are at the centre of everything we do and as we continue to navigate the Coronavirus Pandemic, the health and safety of everyone associated with our company, including customers and suppliers continues to be our primary focus. We continue to implement all health and safety protocols including excellent standards of hygiene.
During these unprecedented times our delivery partners Royal Mail and DPD have advised that there may be occasional delays with all services. When ordering your products, please allow extra time for delivery including Standard UK Delivery and International Deliveries during this time.
Our aim at Nina Torina® Lifestyle Medicine is for you to receive your purchase as soon as possible. We will do our best to process your order quickly, usually within 24 hours, subject to confirmation of payment and depending on stock availability, and deliver it to you within 1-7 working days *. You will receive an email confirmation within 24-48 hours of despatch
* Please Note Our Standard UK Deliveries are shipped by Royal Mail 1st Class Signed – Typical delivery times are expected to be within 1 to 5 working days. Parcels sent via Guaranteed Next Day service will require a Signature.
Orders with a delivery outside of mainland UK: the outer Scottish Islands, Northern Ireland, the Channel Islands, the EU & Rest of the World, may be subject to additional delays in transit that are beyond our control. Please see details below.
Our Standard Delivery Service normally requires a Signature, however Royal Mail does not implement this during the current pandemic.
For your security and peace of mind, all our Royal Mail Guaranteed Next Day UK Deliveries are tracked and require a signature on delivery.
Standard UK Deliveries • Royal Mail 1st Class Signed • 2-5 Days
NEW • Royal Mail Guaranteed Next Day Delivery
• This delivery service is available at a cost of £8.80.
• Orders placed before 2pm, Monday to Friday will be dispatched the same day.
• Orders placed after 2pm will be dispatched the following working day.
NOTE: Next Day Delivery orders placed on a Saturday, Sunday or Bank Holiday, will be dispatched for delivery on Monday or the next working day.
We advise to email us at: orders@ninatorina.com or call/text 07808 920 101 first to double check stock availability.
EUROPEAN | Delivery
Delivery to countries within the EU is £15.00 | European orders generally take between 3 – 10 working days to be delivered, depending on the country and location that the order is being despatched to.
WORLDWIDE | Delivery
Delivery for worldwide orders (countries outside the EU) is £15.00. Worldwide deliveries can take from 3 – 15 working days to be delivered, depending on the country and location that the order is being despatched to.
PLEASE NOTE: We typically use DPD for EU & Rest of the World Deliveries.
IMPORTANT Due to the nature of the current COVID-19 pandemic, Collections from the Clinic are suspended until further notice.
PLEASE DO NOT ATTEMPT TO COLLECT ANY PARCELS FROM THE CLINIC
For those Local Clients & Customers who would normally collect from the clinic and whose addresses are within easy travelling distance from the clinic will be provided with a FREE Delivery code to use at the checkout. These orders will be delivered personally.
Please Note: As the circumstances around the pandemic evolve and change over time, these guidelines will be updated.
Orders placed on Saturdays, Sundays or Bank Holidays, will be processed on the following working day (subject to stock availability).
In the unlikely event of UK delivery not being possible within 14 days of receiving your order, we will keep you informed of any updates and/or changes and give you the option to cancel the order and receive full refund of monies paid.
In the event that an item is out of stock, we will contact you within 5 working days of your order being placed and offer an alternative, if one is available, or keep in touch and advise when we expect that product to be back in stock.
The majority of orders will arrive within the delivery times stated above, however, please allow at least 15 working days for delivery before contacting us. We are committed to providing clear expectations of delivery, however, there may be circumstances outside of our control which mean that quoted delivery times may change. This will not happen often, but if we become aware of any difficulties, we will communicate with you as quickly as possible.
CHRISTMAS & NEW YEAR
For Guaranteed Delivery before Christmas we recommend you place your order by 12 noon on the 18th December.
During the Christmas and New Year period please be aware, it may take longer to despatch your order (up to 7 working days). Potential delays are possible due to the high volume of shipments that are handled during the Christmas and New Year period.
All Orders sent via Royal Mail Guaranteed Next Day Delivery and DPD are sent with a tracking number on your shipping confirmation email.
To Track A Parcel click on the relevant link in the Shipping Confirmation email and type in the tracking number.
Thank you for shopping with Nina Torina® Lifestyle Medicine.
We hope that you will be delighted with your purchase, however, if you have changed your mind or need to make a return we’re here to help.
Simply follow the easy steps below:
You have 7 calendar days to return an item from the date you received it, if you would like a refund or exchange.
To be eligible for a return, the following conditions MUST apply:
The item being returned MUST be in:
IMPORTANT NOTE • The following cannot be refunded or exchanged:
Please send an email to: orders@ninatorina.com, informing us of your wish to return a product(s). Once your return is approved, please ensure you provide the following information in the parcel when returning the product(s).
We require the following information about your order:
Ensure the product(s) is (are) parcelled securely in the original packaging, and contains a copy of your emailed receipt/proof of purchase and all the contact information listed above.
Nina Torina Online Ltd • RETURNS
Returns postage, packing, insurance and any other costs will be your responsibility, not Nina Torina Online Ltd and are non-refundable. You may return your parcel via Royal Mail.
• We recommend obtaining ‘Proof of Posting’ to facilitate claims in the event that goods are lost in transit.
• This is available free, from the Post Office.
• Please keep Proof of Posting to facilitate claims, should goods be lost in transit.
Once we receive your Return, we endeavour to handle all returns within 7 working days. Firstly we will inspect the product (s) before processing your refund, replacement or exchange. If your return is approved, we will notify you by email with a Credit Memo and issue a refund. If necessary, we will arrange to contact you by telephone to process your credit card/debit card refund. The refund must be made by the same method used to pay for the order. Please note, we do not keep individuals’ credit or debit card details for data protection reasons. Please be aware, that it can take as long as seven working days for a refund to be acknowledged by your credit card company. This will depend on your card issuer’s policies. Replacements will be sent free of charge if the product is faulty or damaged.
If you would like to cancel your order, please contact our friendly team on:
Stating your intention to cancel your order. Please include your order number in the email. Please be aware that it may not always be possible to stop an order being despatched in time, if it has already been processed. In this instance, please return the order following the Returns instructions above and contained in the parcel.
Please inspect your purchase fully on receipt and notify us using the email below of any damages or missing products within 24 hours of receipt.
Nina Torina Online Ltd, cannot accept responsibility for damages or missing products reported after this period. Nina Torina Online Ltd, reserve the right to refuse the right to cancel the contract, if products are found to have been used by you, except where a fault is discovered which could not have been discovered otherwise than unsealing the goods.
In the case of a parcel being returned to Nina Torina Online Ltd, due to an incorrect delivery address, or the customer not collecting from their post office or depot; a re-delivery price will be charged to re-send the parcel. If the customer chooses to cancel the order in this instance, instead of re-posting, the original postage and packaging cost covered by Nina Torina Online Ltd will not be refunded.
Please review this Delivery & Returns Policy periodically for changes. If you have any questions about this Delivery & Returns Policy please contact us using the method below:
Updated • March 2022
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